PIA Manager

Role Description

• Bachelor s degree in Business Management or a related field
• Minimum of 4-7 years of experience working in a similar role, preferably in a call center
  environment
• Should handle a team of 15-20 associates
• Excellent verbal and written communication skills, interpersonal skills
• Detailed knowledge of quality standards, principles, and procedures(QC tools)
• Experience with data analysis and performance metrics. Excel knowledge is a must
• Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines

Strategic Leadership:

1. Process Assessment and Design:
   Conduct thorough assessments of existing processes to identify areas for improvement. Design and implement optimized processes, ensuring efficiency, scalability, and compliance with industry standards and regulations.
2. Performance Metrics and Monitoring:
   Establish key performance indicators (KPIs) to measure process adherence and effectiveness. Implement monitoring systems to track and analyze process performance, providing regular reports to leadership.
3. Change Management:
   Lead change initiatives to ensure smooth implementation of new processes and adherence protocols. Work closely with cross-functional teams to address challenges and resistance to change, fostering a culture of continuous improvement.
4. Training and Development:

Develop and deliver training programs to educate employees on new processes and
adherence requirements. Provide ongoing support and resources to teams to promote understanding and compliance.

1. Collaboration and Communication:
   Foster collaboration across departments to gather insights and feedback on existing processes. Communicate effectively with all stakeholders, keeping them informed about process improvements and adherence expectations.
2. Risk Management:
   Identify potential risks associated with process changes and adherence strategies. Develop mitigation plans and work with relevant teams to address and minimize risks.
3. Continuous Improvement Culture:
   Instill a culture of continuous improvement within the organization, encouraging employees at all levels to contribute ideas and feedback.

Location : Bangalore